Telephone communication

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Slides to accompany a bite-size training session on communicating effectively on the telephone - both inbound and outbound. Full training materials including Session Leaders Notes, Delegate Workbook …

Slides to accompany a bite-size training session on communicating effectively on the telephone - both inbound and outbound. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT

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  • 1. Communicate on the Telephone Http://www.power-hour.co.uk – Bite Size Training Materials Communicate on the Telephone
  • 2. Communicate on the Telephone Http://www.power-hour.co.uk – Bite Size Training Materials 2012 By the end of the Power Hour you will be able to: • Open or answer a call professionally • Structure a call to retain control and make sure that it achieves its objectives • Close and follow up a call effectively
  • 3. Communicate on the Telephone Http://www.power-hour.co.uk – Bite Size Training Materials 2012 The Structure of a Telephone Call • Greetings • Identification of the nature of the call Beginning • Exploration of issues • Supply of information Middle • Summary/ agreement of next actions • Sign off End
  • 4. Communicate on the Telephone Http://www.power-hour.co.uk – Bite Size Training MaterialsTrain the Trainer Oct 2011 Opening/Answering a Call Outbound • Say who you are • Check who you are talking to • State the reason for the call • Ask if it is convenient for the other person to talk Inbound • Answer the call within 4 rings • Answer with a short, but professional greeting • Clearly state your name (& dept in large companies) • Go through the relevant data protection questions (if required)
  • 5. Communicate on the Telephone Http://www.power-hour.co.uk – Bite Size Training Materials 2012 Voice Tone Volume Energy Speed Pitch Articulation
  • 6. Communicate on the Telephone Http://www.power-hour.co.uk – Bite Size Training Materials 2012 Structuring a Call: The Funnel Technique Useful for GATHERING information Open Questions to allow the other person to express themselves in their own way Probing Questions to enable you to get a better understanding Open Specific and Reflective Questions to check the details Closed Questions to gain agreement
  • 7. Communicate on the Telephone Http://www.power-hour.co.uk – Bite Size Training Materials 2012 Structuring a Call: TEA Useful for PROVIDING information Tell • The purpose of your call Explain • The subject that you want to discuss Ask • For a specific response
  • 8. Communicate on the Telephone Http://www.power-hour.co.uk – Bite Size Training Materials 2012 Listening and Recording: CARES Concentrate Acknowledge Record Encourage or Empathise Summarise
  • 9. Communicate on the Telephone Http://www.power-hour.co.uk – Bite Size Training Materials 2012 Signposting and Controlling a Call Signposts are words and phrases such as: • We’ll start by discussing X, and then move onto looking into Y • Now we’ve got those details, we can move on to look at X • Thank you for that, now I’d like to discuss Y • OK, there’s just two more things I need to tell you about now; X and Y • You’ve been so helpful, we just have another 5 minutes, and then we’ll be finished • I’m going to put you on hold for a few minutes whilst I speak to my colleague about this
  • 10. Communicate on the Telephone Http://www.power-hour.co.uk – Bite Size Training MaterialsTrain the Trainer Oct 2011 Signposting and Controlling a Call DO • Remain polite at all times • Acknowledge their concerns/issues • Reassure them • Explain why you need to do certain things • Focus on their situation and their outcomes. They don’t care about your process/system • Refer back to things already discussed/agreed • Focus on solving the problem/dealing with the query DON’T • Lose your patience or temper • Get angry that the other person doesn’t understand your system • Be sarcastic • Blame the customer • Be too passive • Fob the caller off • Transfer them without good reason or warning
  • 11. Communicate on the Telephone Http://www.power-hour.co.uk – Bite Size Training Materials 2012 Closing a Call Look for a natural end to the conversation when the ‘business’ part of the call is over. Summarise key points. Check that the other person has covered everything that they wish to. Use phrases such as “Thank-you for your time” to signal that you feel the call is complete. Remain polite. Be assertive if you have to. It’s OK to say “I really have to go now”. Use your voice tone to emphasise that the call is at an end. Make sure that other person has your contact details for the future (if appropriate). Update your notes/records. Schedule any follow-up action. Do (or diarise) any actions that you have to take as a result of the call. Speak to anyone else who may be affected by the outcome of the conversation.
  • 12. Communicate on the Telephone Http://www.power-hour.co.uk – Bite Size Training Materials 2012 Make it Work at Work What are you going to DO as a result of this Power Hour Session?
  • 13. Communicate on the Telephone Http://www.power-hour.co.uk – Bite Size Training Materials 2012 These slides have been produced as an optional resource to support a Bite-Size Training session on this subject. A full set of materials, including detailed Session Leader’s Guide, Delegate Workbook and supporting activities can be purchased from our Training Shop Our Training materials are licence-free, but are for use by the purchaser only. They CANNOT be passed or sold on.